ROLE PURPOSE

Yoma Bank’s Products, Services, and Channels Division is responsible for developing and managing the bank’s financial services products and services and managing digital channels. We are inspired by building financial services that put our customers at the centre. Our Cards Department is committed to delivering and managing a relevant and innovative suite of card products and services for Yoma Bank. To help achieve our ambitious goals, we are looking for an experienced Manager to build and lead the Card Operations team that will provide exceptional quality of service managing the card products on a daily basis.

JOB RESPONSIBILITIES

• Manage the daily activities of Yoma Bank’s Card Operations team, including payment processing and settlement, card logistics management, vendor management, acquisition, fraud control, collections, and dispute and chargeback monitoring for issuing and acquiring.
• Build the Card Operations team, including identifying key functions, roles, and responsibilities for card issuance and acquiring. Attract, recruit, and retain talented candidates.
• Develop and manage the Card Operations team, including providing training, coaching, and motivating the team to perform at high level.
• Develop and implement card operations policies, processes, and procedures and ensure adherence to those policies.
• Continually strive to improve the efficiency of card operations processes.
• Define and consistently achieve key milestones and operational and performance targets.
• Partner and effectively collaborate with managers responsible for other card-related functions, including in Products, Technology, Sales, Risk, and Marketing.

Education & Special Training

Essential

• Bachelor’s degree in business related field.
• Outstanding leadership skills, including ability to influence key stakeholders for optimal outcomes.
• Excellent team and people management skills, including ability to inspire and motivate teams to achieve strong performance daily.
• Prior experience succesfully leading a department or large team.
• A customer-first attitude and commitment to deliver the highest and best level of service to Yoma Bank’s customers.
• Proven experience working collaboratively across functions, including with Products, Technology, Sales, Risk, and other to drive successful outcomes.
• Excellent attention to detail and demonstrated analytical and problem-solving skills.
• Can-do attitude, willingness to learn and listen, ability to work independently, and strong drive to get things done.

Desirable

• Business management education background preferred
• Mastercard or Visa issuing and/or acquiring training.

Experience

Essential

• At least 10 years financial services experience with 5 years of proven experience in senior card operations or customers service role, with proven ability to build and create best-in-class service delivery.
• Experience with issuing either Mastercard or Visa branded card products.
• Experience with clearing and settlement processes for cards.
• Experience with dispute management and chargeback processes for cards.
• A strong candidate will have experience in card operations, preferably in the Southeast Asia region.

Desirable

• Experience in the card industry in Myanmar is a plus.  

Languages

Essential

• Strong Myanmar written and verbal communication skills, with ability to express ideas in a clear and concise manner.
• Some English verbal communication skills.

*Only shortlisted candidates will be contacted for interview*